Telephone Skills

How to end a conversation ?

• Please call me back when you get a minute

• Please ask him to call me as soon as he get in

• I'll call you next week.

• good morning,this is Tahani

"No thanks, i call back later". What is the situation here?

• answering the phone

• taking a message for someone

• leaving a voice mail

• leaving a message for someone

When you call someone,you must be______?

• polite,prepared,concise and considerate

• rude,prepared consice and considerate

• helpful,kind,generous

• polite,friendly,helpful,consice and considerate

Let me constant your data to make sure it's right. What is the situation?

• when you don't understand the caller

• introducing yourself

• simplify what caller says

• leaving a voice mail

Which of the following are the phrases for used by the person offering to take message?

• Would you like to leave a message?

• I am afraid Madam Lily is on another line.

• I'm sorry. Mr Pua Chu Kang is not around at the moment

• OK. I’ll call back later?

Can you tell me when he will be in?

Probably around 4 pm.

Alright, can you tell him I will call again later then. Thank you.

B : ____________________________________

• No, I don't want to.

• Sure. I will pass the message to him. You’re welcome. Goodbye.

• I will let him know to call you back. Bye.

If a caller inquires about a person who is not available, what is the best way to reply?

• The individual you are trying to contact is not available. Would you like to leave a message?

• The individual is currently occupied, may I take your call instead?

• The individual is in a meeting at the moment, can I assist you with something else?

• They are out of the office today, please try again later.

How should you respond if a caller asks for information that you do not have?

• Just say you don't know and hang up.

• Politely inform the caller that you do not have that information and offer to find out.

• Tell them to look it up online.

• Transfer them to someone else without explanation.

What is the appropriate greeting when you pick up a phone call?

• Hi, this is [Your Name]

• How can I assist you?

• What do you need?

• Who am I speaking with?

What is a courteous way to ask someone to wait while you gather information?

• Please hold while I finish my coffee.

• Can you wait a moment while I find the details?

• Could you kindly hold for a brief moment while I check that for you? Thank you for your understanding.

• I can't assist you right now, please call back later.